What are chatflow triggering events?

1. New Conversation Started

This trigger activates a Chatflow when a new conversation begins. It’s ideal for engaging customers right from their initial contact.

2. Recognized Intent (⚠️ Requires a Chatflow with AI Assistant Enabled)

This trigger activates a Chatflow when the AI Assistant recognizes a specific intent from the customer’s query. Intents are predefined patterns that match certain customer requests or questions.

Use Case: When customers ask about specific services, such as scheduling a demo or requesting a refund, this trigger ensures they are directed to the appropriate Chatflow.

Example: A customer asks, “Can I get a demo?” and the Chatflow for scheduling a demo is triggered.

3. Customer Activity On Page

This trigger starts a Chatflow when a customer performs specific actions on your website, such as visiting a particular page, clicking a button, or spending a set amount of time on a page.

Use Case: Initiating a proactive Chatflow to offer assistance when a customer is browsing a pricing page.

4. Customer Unresponsive

If a customer becomes inactive during a conversation, this trigger can activate a Chatflow to re-engage them.

Use Case: Sending a follow-up message if the customer hasn’t replied for a specific duration.

5. Conversation Closed

This trigger activates a Chatflow when a conversation is marked as closed. It’s commonly used to pass conversation data to an external service or trigger follow-up workflows.

Use Case: Sending data to a CRM or creating an automated follow-up survey.

Setting Up Triggering Events

Defining The Event Condition

1. Identify The Trigger:

Determine whether the Chatflow should start with a new conversation, recognized intent, or other supported events. This depends on the type of interaction you want to automate.

2. Specify The Audience:

Define which group of customers the trigger applies to. This can be segmented by criteria such as subscription status, user type, or specific lists.

Configuring The Chatflow

• New Conversation Trigger: Set the trigger to activate for new conversations and specify the audience. For instance, direct all new conversations from non-subscribed users to the AI Assistant.

• Recognized Intent Trigger: Define the intents that should trigger the Chatflow. Provide examples of phrases or questions that represent each intent to help the AI recognize them accurately.

• Customer Activity On Page: Specify the page or action that will trigger the Chatflow. For instance, set a trigger for users who view your pricing page for over 30 seconds.

• Customer Unresponsive Trigger: Define the inactivity duration and configure the message or action to re-engage the customer.

• Conversation Closed Trigger: Add actions such as a REST API request to send data externally when a conversation is closed.

Example Scenarios: Using Triggering Events In Practice

1. AI-First Support For Non-Subscribers

• Trigger Event: New Conversation Started.

• Audience: Non-subscribed users.

• Flow: The Chatflow directs these users to the AI Assistant, which handles their queries. If unresolved, the conversation escalates to a support agent.

2. Sales Demo Request Handling

• Trigger Event: Recognized Intent (e.g., “I want a demo”).

• Flow: When the AI Assistant identifies the intent, it triggers a Chatflow that gathers customer details, schedules the demo, and provides relevant information.

3. Proactive Assistance On Pricing Page

• Trigger Event: Customer Activity On Page.

• Flow: A Chatflow proactively offers assistance, such as answering pricing questions or providing special offers, to customers browsing the pricing page.

4. Re-Engaging Inactive Customers

• Trigger Event: Customer Unresponsive.

• Flow: If a customer doesn’t reply for 5 minutes, a follow-up Chatflow sends a friendly reminder message or offers further assistance.

5. Logging Conversation Data On Closure

• Trigger Event: Conversation Closed.

• Flow: Data such as customer name, conversation ID, and resolution details are sent to a CRM or analytics platform via a REST API action.

Benefits Of Chatflow Triggering Events

• Relevance: Ensures interactions are timely and contextually appropriate based on customer actions or requests.

• Efficiency: Automates the initiation of Chatflows, reducing manual intervention and ensuring consistent engagement.

• Customization: Allows for tailored customer experiences by segmenting audiences and defining specific triggers.

Best Practices

• Clear Definitions: Clearly define the conditions and criteria for each trigger to ensure accurate activation of Chatflows.

• Regular Updates: Regularly review and update triggering events based on customer feedback and changing business needs.

• Testing: Test triggering events to ensure they activate the correct Chatflows and provide the intended customer experience.

By effectively managing and updating triggering events, you can automate and enhance your customer support processes, creating a better experience for both your team and your customers.